Refund policy
Last updated: April 15, 2026
Buying art online is a matter of trust, and I want you to feel confident in every purchase. If something isn't right with your order, please get in touch and I'll do everything I can to put it right.
Email: info@karinrosedubois.com
Response time: within 1–2 business days, Monday to Friday.
Damaged or Faulty Items
If your order arrives damaged in transit, or if you receive an item that is faulty, please contact us within 7 days of receiving it.
Email info@karinrosedubois.com with:
• Your order number
• A description of the damage or fault
• Clear photographs of the item and the packaging
We will arrange a replacement or full refund at no additional cost to you, including return postage where applicable. You do not need to return the damaged item unless specifically requested.
Under the Consumer Rights Act 2015, you have the right to a full refund within 30 days if a product is faulty, not as described, or not fit for purpose. After 30 days, we may offer a repair or replacement in the first instance before a refund.
Wrong Item Received
If you received a different item from the one you ordered, please contact us within 7 days of receiving your order at info@karinrosedubois.com with your order number and a photograph of what you received.
We will arrange for the correct item to be sent to you as soon as possible, at no additional cost. We will also arrange collection of the incorrect item or provide a pre-paid return label.
Non-Returnable Items
The following items cannot be returned unless they are faulty or were sent in error:
• Personalised or custom-made items created specifically to your order
• Items that have been used, installed, or permanently altered after delivery
Standard fine art prints and cushions that have been returned to us in their original condition remain eligible for return under the 14-day cancellation right described above.
How to Start a Return
1. Email info@karinrosedubois.com within 14 days of receiving your order.
Include: your order number, the item(s) you wish to return, and your reason for returning.
2. We will respond within 1–2 business days with return instructions and a return address.
3. Pack the item securely in its original packaging if possible.
For framed prints: ensure the frame and glass are fully protected.
For unframed prints: re-roll the print and return it in the original tube.
4. Send the return using a tracked postal service. Keep your proof of postage.
5. Once we receive the return and confirm its condition, we will process your refund within 14 days.
International Orders
For orders delivered outside the United Kingdom, returns are subject to the same conditions described above. However, please note:
• Return postage from international locations is the buyer's responsibility unless the item is faulty or was sent in error.
• Customs duties or taxes paid on delivery are not refundable by us – please contact your local customs authority for guidance on reclaiming these.
• Refunds will be issued in GBP (British pounds). The amount received in your currency may vary slightly due to exchange rate fluctuations at the time of the refund.
Contact Us
If you have any questions about this policy or your order, please get in touch.
Email: info@karinrosedubois.com
Response time: within 1–2 business days, Monday to Friday.
For further information about your consumer rights, you can visit the Citizens Advice website at www.citizensadvice.org.uk or contact your local Citizens Advice Bureau.
For further information about your consumer rights, you can visit the Citizens Advice website at http://www.citizensadvice.org.uk or contact your local Citizens Advice Bureau.